Royal Service Agent

About the role

The Royal Service Agent provides proactive, high‑quality guest service at Hamilton Princess & Beach Club, supporting the front‑office team and ensuring memorable experiences for our luxury travelers.

Key responsibilities

• Deliver professional, engaging guest service while assisting colleagues.
• Answer guest telephone enquiries promptly and courteously.
• Stay informed about hotel groups, events and activities and guide guests accordingly.
• Coordinate remedial tasks with Housekeeping, Maintenance, Laundry, Concierge, Front Desk and Bell Desk.
• Follow up on guest requests to ensure timely resolution.
• Process guest messages, wake‑up calls and incoming faxes accurately.
• Monitor the fire panel, emergency phone line and internal radio system, liaising with Security as needed.
• Participate in hotel committees and adhere strictly to Health & Safety protocols.
• Perform additional duties within the department as required.

Required profile

• Excellent communication skills and telephone etiquette.
• Previous experience in a luxury hotel environment is strongly preferred.
• Ability to work independently, stay calm under pressure and make sound decisions.
• Strong interpersonal and organizational abilities.
• Efficient performance in a fast‑paced, demanding setting.
• Energetic, enthusiastic, self‑motivated and a charismatic team player.

Required skills

What we offer

• Opportunity to work in a historic, luxury urban resort.
• Exposure to international hospitality professionals.
• Supportive team environment that values diversity and community involvement.